Cortni Jones
Baltimore County
Summary
Adept at elevating customer experiences and enhancing data accuracy, my tenure at CareFirst showcased my ability to streamline processes and foster team cohesion. Leveraging skills in technical troubleshooting and effective communication, I've consistently improved satisfaction rates and operational efficiency, underpinned by a strong foundation in Microsoft Office Suite and conflict resolution.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
CareFirst
09.2021 - Current
- Responsible for answering member inquiries pertaining to product information, benefits, claims resolution, eligibility, and billing questions in a remote setting.
- Proactively providing information and education to members, as appropriate, about a variety of health, financial, and self-service programs.
- Provides basic technical assistance and troubleshooting guidance for digital and electronic applications.
- Work with internal teams across the company spectrum to elevate members' experience.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Assisted management with the development of new strategies for improved customer satisfaction.
Team Lead
Robert Half
07.2021 - 09.2021
- Contracted through Robert Half, working with IKEA to support creating an inspiring and motivating work environment.
- Monitor and provide feedback on working methods, productivity, and quality at the team and individual levels.
- Ensure the right number of competent co-workers to secure high quality for all customer contacts within the service level.
- Support and coach employees in their daily efforts to improve, according to agreed development plans.
- Monitor and follow up to ensure that the team works ethically and in compliance with company regulations.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Managed conflict resolution within the team to maintain a positive work environment.
Data Entry
Kelly Services
06.2019 - 07.2020
- Contracted through Kelly Services to support Stanley Black & Decker by utilizing Excel and other software tools to help enter information into the system.
- Ability to prioritize work, and perform tasks accurately and efficiently.
- Developed strategies for improving data entry workflow processes.
- Performed data entry tasks using MS Office applications.
- Performed data entry duties into various systems accurately.
- Managed membership database, ensuring accuracy of data entry.
- Identified, corrected, and reported data entry errors.
- Performed data entry tasks for customer support requests.
Billing Manager
Tanya R Sellers
03.2017 - 10.2018
- Data Entry of patient information, insurance information, diagnosis code, etc into billing software
- Analyze billing and claims for accuracy and completeness
- Submit claims to proper insurance companies and if need be, follow up on any denials or any issues
- Verify insurance
- Process Explanation of Benefits from insurance companies
- Post payments
- Schedule patients for appointments
- Post cash payments
- Provide excellent customer service internally and externally using both written and verbal communication
Fulfillment Associate
Amazon
06.2015 - 10.2016
- Loads and unloads cartons/merchandise to and from delivery vehicles
- Processing shipments in a timely matter to maintain established department and location standards
- Complete special assignments or special projects as required
- Follow department policies and procedures
- Keep work area neat and clean
- Lift, carry, push, and or pull packages on a continuous and repetitive basis for approximate shifts of 10-12 hours
- Create and follow an Excel Spreadsheet to maintain records of trucks and merchandise that may be entering or leaving the facility
- Generating a report for the team for accuracy and log of work that was completed that shift
Water Treatment Specialist
US Army
- Perform water quality analysis, testing, and verification using reverse osmosis water purification units and tactical filtration equipment.
- Assist in water reconnaissance and site preparation.
- Operate and maintain water treatment equipment.
- Assist in the setup of the water treatment activity.
- Implement procedures to protect water sources from contamination, and ensure proper waste disposal.
- Inspect, service, and repair purification systems and related equipment.
- Prepared reports summarizing daily activities and any changes in operational conditions or equipment status.
Maintenance Administrator
Verizon
- In a high-volume call center answering of phone calls with customers with landline phone issues supporting the customer through troubleshooting techniques and using a Mechanized Loop Testing results which involve the Screening and/or dispatching of work
- Dispatching of troubles and orders or combined
- Receives and processes jobs reported from customers
- Maintains office files pertaining to customer reports and other related clerical functions
- Contacts customers to check status of trouble/order prior to dispatch, to expand upon trouble description, to renegotiate commitment time
- Dispatches trouble/orders by telephone to outside technician
- Interacts with other departments for transfer of information required for handling customer telephone activities
Education
BACHELOR - PURSING DEGREE
STRAYER UNIVERSITY
01.2023
HIGH SCHOOL DIPLOMA -
LOCH RAVEN HIGH
06.2007
Skills
- Communication (written and verbal)
- Multitasking
- Prioritization and problem solving
- Organization and planning
- Problem solving
- Detail-oriented
- Time management
- Teamwork
- Accurate data entry
- Customer relationship management
- Technical troubleshooting
- Data analysis
- Effective communication
- Conflict resolution
- Performance tracking
- Microsoft Office Suite
- Administrative support
- Complaint resolution
- Document control
Timeline
Customer Service Advocate
CareFirst
09.2021 - Current
Team Lead
Robert Half
07.2021 - 09.2021
Data Entry
Kelly Services
06.2019 - 07.2020
Billing Manager
Tanya R Sellers
03.2017 - 10.2018
Fulfillment Associate
Amazon
06.2015 - 10.2016
Water Treatment Specialist
US Army
Maintenance Administrator
Verizon
BACHELOR - PURSING DEGREE
STRAYER UNIVERSITY
HIGH SCHOOL DIPLOMA -
LOCH RAVEN HIGH
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